Popmenu Answering Call Topics and Responses

Turn every phone call into an opportunity

With Popmenu Answering, simple questions that keep your phone line tied up can be handled without pulling a staff member from your in-person hospitality. If you don't already have AI Answering as part of your Popmenu subscription and would like to either learn more or explore adding it on, please contact success@popmenu.com.

Call Topics and Responses:

• Greetings

• Topics and Customized Responses

  1. Ordering

  2. Reservations

  3. Advance Waitlisting

  4. Hours

  5. Location

  6. Custom Responses

  7. Custom Responses & Topics

• Google My Business Response Options

• Voicemail

• Speak with a Person

Greetings

As guests contact your restaurant, they will initially hear your customized greeting. Best practices for customized greetings are to include whom your customer is calling, educating customers that this is your new Answering assistant, and a call to action– I.e. “You can ask me anything, how can I help?”

You can update your greeting by:

• Logging into my.popmenu.com

• Select Front of House

• Select Settings

• Select the Answering tab

• Update your Greetings in the Greetings & Response section

• Save

Topics and Customized Responses

Guests have an interactive dialogue with the AI Answering assistant. You have the option of resorting to original response settings pulled directly from your website and Google My Business integrations.

Ordering

Popmenu Answering will direct guests to your website to place an online order.

• If you're a Popmenu Online Ordering client, guests will receive a link directly to your Online Ordering page texted to them.

• If you have another ordering provider, your guests will receive a link to your website texted to them.

  • Ordering can now be personalized with Custom responses***

Example:

• Guest: "Can I place a to-go order?"

• AI Answering: "The best way to place an order is through our website, can we text you a link?"

• Guest: "Yes"

• AI Answering: "We're texting you a link to our ordering page now.

Reservations

When guests ask about reservations, Popmenu Answering will direct them to your website to make a reservation. If calling from a mobile phone, guests will receive a link directly to your home page texted to them.

• Tip: Set your Reservations information under Settings > Hours & Location so Answering can direct callers to the right information.

  • Reservations can now be personalized with Custom responses***

Example:

• Guest: "Can I make a reservation?"

• AI Answering: "The best way to make a reservation is on our website. We're texting you a link."

Advanced Waitlisting

If you're using Advance Waitlisting, Popmenu Answering will inform callers of your current wait time, as set in your Waitlisting settings!

• Tip: Your wait time must be displayed on your website in order for Answering to read this out! Otherwise, Answering will direct callers to your website to join the waitlist.

Example:

• Guest: "What is your wait time?"

• AI Answering: "The current wait time is fifteen minutes."

  • Waitlist can now be personalized with Custom responses***

  If you are interested in a Popmenu Advanced Waitlist demo, reach out to

  success@popmenu.com today!

Hours

Popmenu Answering will announce your hours information based on the question that the customer asks. Examples: "What time do you open today" "What are your hours this week, etc).

• Tip: Keep your hours up to date in my.popmenu.com > Settings > Hours & Location and this will instantly adjust the hours information for your Answering tool.

Example:

• Guest: "What time are you open today?"

• AI Answering: "We're currently open. We're open from 8 am to 9:30 pm."

Location

If a guest asks about where to find your location, Popmenu Answering will let the client know your address.

Example:

• Guest: "Where are you located?"

• AI Answering: "We are located in Atlanta at 1000 Parkwood Circle. We're texting you our address now."

  • Your Location response can now be personalized with Custom responses. ***

Custom Responses

Your Answering assistant is now more on brand, you can personalize 13 Answering categories and update multiple topics within each category.

To update customized responses:

• Logging into my.popmenu.com

• Select Front of House

• Select Settings

• Select the Answering tab

• Enable custom response in Custom Response by Category section

• Select Category and Topic

• Edit/Customize Custom Response and Action

• Select Update Response

Customized responses will take precedence over generic GMB answers. You can customize your responses, and add actionable steps such as sending follow-up links, directing customers to your virtual voicemail, and escalating more complex conversations back to you and your team!

Customized Response Categories and Topics

There are 13 custom response categories with a multitude of topics that the answering assistant can respond to!

Categories:

• Accessibility

• Amenities & Accommodations

• Business Information

• Catering

• Clientele

• Customer Safety

• Dining Options

• Entertainment & Events

• Menu & Offerings

• Offering

• Payment Options

• Seating Options

• Waitlist & Reservations

Google My Business Response Option

If your customized responses are not incorporated, Popmenu Answering will default to Google My Business Attributes integrated with your website. It will respond with basic YES/NO responses to the following topics below.

To learn more on how to update/edit your Google My Business attribute follow this support article – Google Business Profile: An Overview.

Voicemail

Guests have the option to leave a Voicemail with Popmenu Answering. They can ask the Answering tool if they can leave a voicemail or if Answering recognizes that their question is not getting answered, it will offer this option.

To view your voicemail:

• Login to my.popmenu.com

• Select Front of House

• Select Answering

• Voicemails will be displayed on the right side

• To funnel all voicemails, select All Calls dropdown

• Select the play button or call on the Call Log

• Press Play or Transcribe

Speak with a Person

When a guest asks to speak with a person, their call will be forwarded back to your restaurant.

Popmenu Answering understands many varieties of this question including "Speak to a Manager", "Speak to an Operator", "Speak to a Person".

If you are interested in a Popmenu Answering demo, reach out to

success@popmenu.com today!